Experienced Customer Success Manager – Mid-Market SaaS Account Management & Growth

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Join arenaflex: Leading the Future of Public Relations Technology

Welcome to arenaflex – the premier SaaS platform transforming how organizations build trust, tell compelling stories, and demonstrate the unique value of earned media. As the industry-leading Public Relations Management (PRM) platform, arenaflex empowers communications professionals worldwide to build meaningful relationships with media outlets, manage crisis risk effectively, and quantify PR's measurable impact on business outcomes.

Founded on principles of transparency, resilience, ownership, and unwavering customer devotion, arenaflex has grown sustainably while maintaining an exceptional company culture. Our fully distributed team has earned widespread recognition from leading industry organizations, and we continue to innovate in the rapidly evolving landscape of public relations technology.

We're currently seeking an experienced and customer-focused Customer Success Manager to join our growing Mid-Market team. This is an exciting opportunity to be part of a high-performing team that's passionate about helping communications professionals succeed.

About the Role: Customer Success Manager – Mid-Market

As a Customer Success Manager on our Mid-Market team at arenaflex, you'll play a pivotal role in driving customer growth and retention while working with a diverse portfolio of agency and brand accounts. This position is ideal for professionals who thrive in fast-paced environments and enjoy building lasting relationships with clients across various industries.

You'll become an integral part of our customer success ecosystem, collaborating closely with sales, customer support, customer onboarding, and product teams to ensure our clients extract maximum value from the arenaflex platform. Your expertise will help shape the future of how PR professionals manage their workflows and demonstrate their impact.

Key Responsibilities

• Primary Client Relationship Management: Serve as the main point of contact for a designated portion of arenaflex's mid-market segment, responsible for retaining and growing a book of business ranging from $1.5 to $1.7 million in annual contract value.
• Retention and Growth Achievement: Meet or exceed retention and account growth targets for clients with Annual Recurring Revenue (ARR) ranging from $10,000 to $50,000+, ensuring sustainable revenue expansion.
• Product Demonstration: Conduct compelling demonstrations of the arenaflex platform during meetings, phone calls, and industry events, showcasing features and capabilities that address client needs.
• High-Volume Client Engagement: Deliver 5+ customer calls daily to provide expert product guidance, share industry best practices, offer strategic recommendations, and lead comprehensive account walkthroughs that highlight usage wins and identify expansion opportunities.
• Lifecycle Management: Oversee the complete customer lifecycle from initial sale through renewal, ensuring clients derive measurable value at every stage of their journey with arenaflex.
• Voice of the Customer: Gather and analyze customer feedback, delivering actionable insights to internal stakeholders that directly influence product roadmap development and feature prioritization.
• Relationship Expansion: Proactively source new contacts as decision-makers evolve within client organizations, effectively communicating arenaflex's value proposition to new stakeholders.
• Contract Negotiation: Negotiate agreements and contracts to ensure long-lasting, mutually beneficial, and growing relationships with our valued customers.
• Industry Immersion: Immerse yourself in the public relations industry, building a strong professional network of communications professionals while staying current with industry trends and developments.

How Success Will Be Measured

• Revenue Retention: Quarterly Net and Gross revenue retention goals, demonstrating your ability to maintain and grow existing client accounts.
• Customer Health & Engagement: Consistent achievement of Customer Health and Engagement scores, reflecting your effectiveness in driving client satisfaction and platform adoption.

Qualifications & What We're Looking For

Essential Qualifications

• Experience Level: 1-3 years working in SaaS account management or a blended Customer Success Manager role, with a proven focus on upsells and renewals. Alternatively, 2-5 years of client-facing experience in public relations, marketing, or advertising, with experience carrying a quota or managing a book of business.
• Relationship Building: Natural relationship builder with exceptional interpersonal skills – you are personable, patient, and dependable. You genuinely enjoy working with customers, and they enjoy working with you.
• Communication Excellence: Outstanding communication skills, both written and verbal. You're equally comfortable drafting a professional email, jumping on a phone call, and leading meetings or presentations to large groups.
• Proactive Problem-Solving: Active approach to helping customers with long-term planning. You're a solutions-oriented problem solver who derives satisfaction from ensuring customer needs are met efficiently and effectively.
• Technical Proficiency: Familiarity with industry-standard tools including Salesforce, Google Apps, Gong, and Slack. You learn how to use new tools quickly and adapt to evolving technology stacks.
• Industry Knowledge: Experience or strong interest in public relations or journalism, or a solid understanding of these dynamic industries, is highly beneficial for success in this role.

Preferred Qualifications

• Experience managing enterprise-level accounts in a B2B SaaS environment


• Background in consultative selling and strategic account planning


• Understanding of media relations and earned media metrics


• Demonstrated success in renewal rate improvement


• Experience working in fully remote or distributed team environments

Interview Process Overview

We've designed a comprehensive interview process to ensure we find the right fit for both you and arenaflex. Here's what you can expect:

• Initial Screen: A 30-minute interview with a member of our Talent Team to learn about your background and discuss the role in detail.
• Hiring Manager Interview: A 1-hour video interview with the hiring manager to dive deeper into your experience and the team dynamic.
• Skills Assessment: A practical assessment (2 hours maximum) to demonstrate your relevant skills and competencies.
• Peer Interviews: Multiple interviews with team members to understand how you'll collaborate with your future colleagues.
• Executive Conversation: Final call(s) with executive team member(s) to align on company vision and strategic priorities.

Please note: This outline represents our standard interview process. We may request additional information or steps as needed to make a well-informed final decision.

Compensation & Rewards

At arenaflex, we believe in rewarding talent fairly and transparently. The base salary for this role is $70,000, with $90,000+ in On-Target Earnings (OTE) including performance-based commissions.

We take a geo-neutral approach to compensation within the United States, meaning we pay based on job function and level, not location. For candidates outside the US, we have competitive pay bands based on market standards. Individual compensation decisions are based on a number of factors, including experience level, skillset, and internal equity considerations relative to peers at the company.

We expect the majority of candidates offered roles to fall healthily throughout the range based on these factors. If your experience is less than or more senior than the job description as posted, we will communicate any updated salary range during the candidate process.

Why Join arenaflex?

Remote Work, Forever

We're a fully distributed team and have pledged to remain that way forever. arenaflex offers employees a complete home office setup, phone and internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities, including team lunches, friendly competitions, and celebratory events!

Transparent Compensation

We offer competitive geo-neutral pay in the U.S. and review compensation at least annually to ensure internal equity and external market alignment. Depending on the role, we offer either a standardized bonus program or attainable commission structure, plus opportunities to earn equity in the company. All employees are eligible for our 401(k) plan with employer contributions.

Health & Wellness

arenaflex provides comprehensive health, dental, vision, disability, and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members enjoy a quarterly wellness stipend and a free Headspace subscription.

PTO and Family Benefits

Our team enjoys 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays. To combat Zoom fatigue and allow for deep work without interruption, we've implemented "No Internal Meeting Fridays" year-round. We also provide up to 16 weeks of fully paid parental leave for qualifying team members.

Personal & Professional Development

We grow talent by creating internal pathways for advancement and promotion. arenaflex conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership development opportunities. We provide unlimited subscriptions to L&D platforms including Coursera and O'Reilly, plus 2 additional days of PTO dedicated to learning and development.

Culture of Inclusion

We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status, to apply for positions.

Customer-First Philosophy

Our founder-controlled structure means we have the freedom to be nimble, highly collaborative, and innovative. We build forward-thinking products that enable thousands of companies around the world to build trust, tell their stories, and demonstrate the unique value of earned media.

Note: These benefits are specific to US-based employees. In some cases, we are able to offer equivalent benefits to employees located outside the United States.

Ready to Apply?

If you're excited about an opportunity at arenaflex but your experience doesn't align perfectly with every requirement in this job description, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team.

While we are a fully distributed team, we do have limitations on where we can hire. If we are unable to hire in your current location for the role for which you applied, you will be notified via email.

We recognize that the person we hire may be less experienced or more senior than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Apply now to join the arenaflex team and help shape the future of public relations technology!